Compliments & Complaints

Sometimes things don’t go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns you have quickly and fairly. Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you’re still not satisfied.

How we’ll manage your complaint

• Our aim is to resolve all issues in a timely manner. All complaints are acknowledged as soon as possible and always within 2 working days and you will be kept informed of progress throughout the process.
• Our goal is to address your complaint within five days, during which we will communicate the resolution via email or written correspondence. Should we be unable to resolve your complaint within this timeframe, we will continue working on it and strive to find a resolution within 20 working days.
• In the event that we are unable to resolve your complaint within 20 working days, we will send you a written notification explaining the reason for the delay.
• If you are dissatisfied with the outcome of your complaint, how your complaint is handled, or if it remains unresolved after 20 working days, you may contact Financial Services Complaints Limited (FSCL), an independent Financial Ombudsman service approved by the Minister for Consumer Affairs. You will not be charged for this service.

Raising a complaint

Step 1:

Most complaints can be resolved on that same call. Get in touch with our Customer Support Team on:
Phone: 0800 119 100 (Mon – Fri 8:30am – 6:00pm and Weekend 9:30am – 5:30pm)
Email: [email protected]

For Qcard Customers: [email protected]

Step 2:

In the event your complaint is not resolved, just let us know and we’ll escalate your matter to the Complaints Team, who will be in contact with you to discuss your complaint further.

Alternatively, you can contact the Complaints Team on:
Email: [email protected]
Post: Private Bag 94013 Auckland 2241

If you’re still dissatisfied with the resolution provided:

If we cannot resolve the complaint to your satisfaction, you may contact Financial Services Complaints Limited (FSCL), an independent Financial Ombudsman service approved by the Minister for Consumer Affairs. You will not be charged for this service.

You can contact FSCL by:
FSCL: Telephone: 0800 347 257 or 04 472 FSCL (04 472 3725)
Email: [email protected]
Address: Financial Services Complaints Limited, PO Box 5967, Lambton Quay, Wellington 6145.

You can also report information about us to the Commerce Commission using the details below:
Commerce Commission

Email: [email protected]
Phone: 0800 943 600